ServiceNow AI Delivery Architect

 Echelon AI · Full-time · Remote (North America / LATAM)

Who we are

About Echelon

Echelon AI builds autonomous AI agents that implement and modernize enterprise ServiceNow configurations, from CMDB alignment to catalog maintenance, greenfield deployment to replatforming.

We're a seed-stage company backed by Bain Capital Ventures, working with enterprise customers including United Healthcare/Optum, ASICS, Fox, HubSpot, and Alera Group. We're building the AI-native future of ServiceNow delivery — with more enterprise platforms on the roadmap!

The role

This is our founding AI delivery architect hire — a rare chance to define what AI delivery means at Echelon from the ground up. You won't be stepping into an existing playbook; you'll be writing it. You'll own how we architect and deliver AI-native ServiceNow implementations for our enterprise customers, set the standard for our delivery practices, and shape the function as the company scales.

What you'll do

• Lead implementation projects end-to-end using our Echelon AI delivery methodology as our client's trusted advisor

• Work directly with Fortune 500 customers to gather requirements, design solutions, and deliver high-quality outcomes through AI-powered ServiceNow delivery

• Co-develop with AI agents that autonomously build catalog items, flows, integrations, ATF tests, and documentation from business requirements

• Act as the human in the loop: review AI-generated solutions for quality, best practices, and enterprise readiness; your feedback directly improves our models

• Train and refine our AI using real-world ServiceNow scenarios, edge cases, and architectural patterns from your experience

• Support presales and scoping initiatives leveraging AI tools and methods

• Collaborate with AI/ML engineers to build new capabilities such as CMDB agents, integration agents, and custom app builders

• Shape the delivery standards for AI-generated ServiceNow solutions, ensuring enterprise-grade quality and compliance

Who you are

We're looking for someone who meets the minimum requirements below. If you meet them, you're encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5 to 7 years of hands-on ServiceNow platform development and configuration

• Current or recent experience at a ServiceNow Partner, managing multiple clients effectively without dropping quality

• Proven track record leading end-to-end implementation projects as a ServiceNow Architect, CTA, or CMA

• Strong command of the platform's bread and butter: catalog items, Flow Designer, business rules, client scripts, UI policies, update sets, and day-to-day backlog and story delivery

• Strong JavaScript and Glide API skills across server-side and client-side scripting

• Experience with ServiceNow integrations: REST/SOAP, IntegrationHub, APIs, and MID Server

• Working knowledge of the modern platform: Now Assist, AI Agent Studio and agentic workflows, UI Builder / Next Experience, and Playbooks

• Familiarity with at least three of: ITSM, ITOM, SPM, CSM, HRSD, or other ServiceNow products

• Solid understanding of the ServiceNow data model, ACLs, and security best practices

• Certified System Administrator (CSA), Certified Application Developer (CAD), and at least one Certified Implementation Specialist (CIS); CTA or CMA preferred or in progress

• Excellent communication with both technical and non-technical stakeholders, and comfort operating in an ambiguous, fast-paced environment

Preferred qualifications

• ServiceNow migrations, instance consolidations, or large-scale implementations

• AI tools as part of your daily workflow (Claude, ChatGPT, Gemini), plus prompting skills; MCP familiarity is a bonus

• Startup or fast-paced environment experience

Why Echelon is the right move

• Future-proof your career: Master AI-powered ServiceNow delivery while most of the ecosystem is still debating whether AI matters.

• Founding-team impact: As one of the first delivery hires, you'll define what this role looks like for everyone who follows.

• Direct product influence: Your ServiceNow expertise shapes our AI roadmap and capabilities, not just project outcomes.

• Enterprise scale: Work with Fortune 500 customers implementing transformational AI delivery models. 

• Learn from the best: Direct collaboration with ex-Moveworks AI leaders and ServiceNow veterans with 10+ years on the platform.

Compensation & Logistics

• Competitive, fair-market compensation based on your experience and location

• Eligible for meaningful early-stage equity

• Fully remote across North America and LATAM, with occasional travel for customer onsites and team gatherings (travel and logistics costs covered by Echelon)

• You'll report to Ken Tang, Head of AI Delivery

• You'll work daily with frontier AI models and our own agent platform

How we hire (fast and human)

• Intro call with Ken, Head of AI Delivery (30 minutes)

• Technical deep-dive on your ServiceNow experience, plus a working session building alongside Echelon's agent

• Meet our founders to learn about the vision and the strategic projects ahead

• Decision, typically within two weeks of first contact